ComplaintsforMercedes-Benz of Colorado Springs

• Initial Complaint

  06/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I OBTAINED PERMISSION TO RETURN A CAR TO A DEALER (MB OF COLORADO SPRINGS); AND EXPECTED MY CAR AND THE $5,000 CASH I PUT DOWN ON THE ******** ,RETURNED . THE DEALER PUT A NEW LOAN ON MY CAR (MY OWN 2020 ********* AMOUNTING TO $24,736, AND THEY KEPT THE $5000 DOWN PAYMENT AS WELL. THEY KEPT THEIR ******** IMMEDIATELY AFTER THE ***** TO DO BODY REPAIRS (I FOUND AFTER PURCHASE); FOR ABOUT 6 WEEKS; AS WELL AS KEEPING MY TRADE-IN (MY 2020 AVALON) DURRING THIS TIME ; WHILE SUPPLYING ME A LOANER. THE ******** DEALER HAD NO PROBLEM WITH THE RETURN; BUT THEY HAVE REFUSED TO EVEN DISCUSS THE LOAN THEY HAD ME APPLY FOR- ON MY OWN CAR!! ; TO GET MY CAR BACK ; AND REFUSED TO PAY BACK THE 5000 DOWN AS WELL. I HAVE HAD REPEATED CALLS IN TO THE DEALER, AND HAVE VISTED IN PERSON SEVERAL TIMES, AND HAVE EVEN OFFERED COMPROMISE PROPOSALS IN WRITING, AND REPEATEDLY STATED I WANTED MY TITLE TO MY CAR RETURNED. I STATED I WAS NOT BUYING MY CAR BACK; YOU (THE DEALER) , WERE RETURNING IT TO ME AS AGREED. I HAVE BEEN SHIFTED TO NEW SALESMEN WHEN I NOW GO IN. THIS HAS GONE ON WAY TO LONG. I HAVE MADE TWO GOOD FAITH PAYMENTS (OF $388.85-TO ent CREDIT UNION) . I HAVE NOT RECIEVED ANY INDICATION OF ADDRESSING THEIR NEW LOAN, ON MY OWN CAR!!!-- THAT WAS FREE AND CLEAR WHEN I TRADED IT IN, AND THE MONEY THEY OWE ME ($29,736.78---$24,736.78, PLUS MY $5000. DOWN PAYMENT) .

  

  Business response

  06/20/2024

  The client purchased a vehicle from us, and several weeks later decided they wanted to buy their original vehicle back.  We had to trade the newly purchased vehicle back in, and sell them their trade back as a new purchase.  That required a loan, which is why they did not receive their title back.  The title is being held by the bank as collateral.  

  Customer response

  07/01/2024

   
  Complaint: 21837395
  
  I am rejecting this response because: THE FIRST SENTENCE (OF THE RESPONSE), IS KIND OF ACCURATE. I TRADED MY *** (2020 ******* IN, ON THE ******** BENZ 500. I ALSO PUT DOWN $5000.00 CASH. THE *** NEEDED BODY REPAIR, AND THEY HAD IT IN THEIR SHOP FOR NEARLY A MONTH AND A HALF. I REQUESTED IT BACK SOONER ; BUT THEY SAID THEY HAD A GUY THAT "DID IT RIGHT"; BUT IT MIGHT TAKE TIME. I STILL DID NOT WANT THE ******** ,AFTER I DROVE IT , WHEN THE REPAIRS WERE COMPLETED; (AT THEIR REQUEST). I WANTED TO RETURN IT , AND THE SAID TO BRING IT IN; AND I DID. THEY HAD MY *** (A ****** AVALON) READY, AND HAD A CONTRACT . THE CONTRACT WAS FOR OVER $24,400, AND WAS A LOAN ON THE *** . AT THIS POINT I JUST WANT MY TITLE RELEASED FREE AND CLEAR, AS IT WAS WHEN I PURCHASED. I WAS COMING OFF MY LAST CHEMO TREATMENT AT THE ***** WHICH DID NOT HELP. (AT LEAST IT WORE ME DOWN, AND I WAS IN THE OFFICE FOR 5 HOURS). THANK YOU IN ADVANCE . I JUST WANT MY *** BACK)WITHOUT A LOAN) , WITH TITLE. AT THIS POINT ; I FEEL; KEEP WHAT REMAINS OF THE DOWN PAYMENT. *******************; ******* , COLO. 

  AN ADDITIONAL THOUGHT , IF I MAY.     THE RETURN OF PURCHASE IS JUST THAT; BY COMMON SENSE, AND IN LAW. THE DOWN PAYMENT IS ASSUMED AND SHOULD BE RETURNED IN LIKE CONDITION. I NEVER THOUGHT I WOULD HAVE TO BUY MY TRADED IN *** BACK. I WOULD HAVE NO CASE; NOR WOULD I ASSUME TO MAKE THEM BUY THEIR *** BACK . I TAUGHT FOR MANY YEARS; I COULD HAVE USED THIS AS AN EXAMPLE OF WHAT NOT TO EXPECT FROM A DEALERSHIP.   
  
  Sincerely,
  
  ***************************

  

  Business response

  07/02/2024

  With the *** outage that has affected ****** dealerships, we will just be coming online this week, and we will not be able to respond to this inquiry until next week.  Specific deal info is contained within our system.  Assuming we get fully back up by the end of the week, we will issue a response by next Wednesday, July 10th.  

  Customer response

  07/24/2024

   
  Complaint: 21837395
  
  I am rejecting this response because: Yes, please proceed. IT IS GOOD TO HEAR FROM YOU-THANK YOU FOR YOUR WORK. MY ILLNESS COMPLICATES AND DELAYS AT ****S MY RESPONSE. AT THIS WRITING, I JUST GOT MY COMPUTER BACK FROM THE REPAIR SHOP. AS I UNDERSTAND AT THIS ****; THEY ARE REVIEWING MY COMPLAINT AND WILL RESPOND. I AM ANXIOUS TO MEET AND MOVE FORWARD A.S.A.P.    I HAVE ASKED THE FINANCE (ENT) TO DELAY BILLING FOR TWO MONTHS WHILE MY TITLE IS HOPEFULLY RETURNED TO ME (WHICH IS ALL I ASK). I AWAIT THEIR RESPONSE AND A MEETING WOULD BE GREAT-I HAVE SPOKE  WITH MB OF COLORADO SPRINGS OVER A MONTH AGO NOW, AND OFFERED OTHER OPTIONS, BUT THEY WOULD NOT REVIEW OR SPEAK TO ME, OR SET ME UP WITH ANYBODY I WORKED WITH BEOR (FINANCE DIRECTOR, OR MANAGER FAMILIAR WITH THE  RETURN WE HAD. I UNDERSTAND TODAY (JULY 24,20140) ; YOUR POSITION, AND WELCOME MEETING. I AWAIT THEIR DECISION. THANK YOU. *******************;         (PLEASE DO NOT CLOSE THIS CASE-; I HAVE BEEN A LITTLE SLOW I KNOW, AND MY CONDITION WILL ONLY GET WORSE-BUT I HIRED AN ATTORNEY IN CASE I NEED ONE TO ADEQUATELY REPRESENT ME IN MY ABSENCE. I AM IN KIMO MUCH OF THE **** NOW, AND AFTER A YEAR, I MISPLACE, ETC. ; DOCUMENTS.) I HAVE STAGE 4 MESOTHELIOMA; AND WAS GIVEN TILL NOVEMBER OR DECEMBER ; BUT THERE IS LITTLE PAIN, AND I CAN AND WILL TRAVEL FOR A MEETING TO GET MY TITLE CLEARED AND RETURNED AS IT SHOULD OF BEEN.)    *******************;
  
  Sincerely,
  
  ***************************

  

  Business response

  08/02/2024

  On February 9th, 2024, ***************** purchased a 2018 S560.  The deal was finalized.  ***************** changed his mind and wanted to buy his original vehicle back.  On March 25, 2024, ***************** traded in the purchased 2018 S560 and bought his ****** Avalon back.  There were fees and charges associated with that purchase, and the deal was finalized.  ***************** can cancel any warranties, etc., to reduce the balance he borrowed when he purchased the Avalon, but there would still be a balance due to the bank to pay off the loan he borrowed and get his title.

  He can reach out to our GSM, *******************, at ************, to make arrangements to cancel the warranty, etc.  

  Customer response

  08/07/2024

   
  Complaint: 21837395
  I
  I am rejecting this response because:  IN CLARIFICATION; I HAVE ACTUALLY REJECTED "THE DEAL"; SEVERAL DAYS AFTER IT WAS MADE BECAUSE OF DAMAGE TO THE SIDE AND REAR, AND TRUNK. A MANAGER (??) ; ASKED FOR TIME  FOR A REPAIR; AND I COULD USE A LOANER TO GET HOME.THE REPAIRS TOOK ABOUT A MONTH AND A HALF. I WAS TO SEE HOW I LIKED IT THEN.   I STILL WANTED TO RETURN IT, AFTER IT WAS DELIVERED. I EXPLAINED I WAS WEAK AND VERY ILL; TAKING **** AND HAD BEEN HOSPITALIZED. THE ***** WAS TO HIGH ANYWAY, AND I WANTED TO RETURN IT ; AND OF COURSE ; GET MY CAR BACK (IT WAS FREE AND CLEAR); AND MY CASH DOWN ($5000.00). I WAS TOLD  TO TAKE THE MB S 560; OR MY CAR ; WITH A LOAN OF OVER $24,OOO.00 , *****D ON THE ******* (THIS WAS AFTER BEING IN THE SALESROOM OVER 6 HOURS, AND LONG AFTER CLOSING, ON A STORMY NIGHT). I HAVE MET SEVERAL TIMES, ALWAYS WITH SOMEONE DIFFERENT (***** WAS THE LAST MANAGER?); AND HAVE OFFERED IN WRITING PROPOSALS ; ONE EVEN TO BUY BACK THE MB AT THEIR FULL SALES ***** "AGAIN"). I WAS WALKED OUT ON , FUNCTIONALLY, AND NOT ALLOWED TO MEET WITH THE ORIGINAL SALESMAN OR FINANCE DIRECTOR (WHO CAME UP WITH THE ORIGINAL DEAL).    I WOULD GLADLY MEET AGAIN!! WE MUST!! TODAY , I HAVE  **** :(  ; BUT NAME THE ***** AND TIME AND I WILL MEET. I WILL CALL ******************* TODAY.           ********************* ,   *******, COLO. 81101   ********************   my nurse--*****; MAY ANSWER, BUT SHE IS FAR BETTER THAN I AM AT THIS STAGE ; WITH MESSAGES; ANYWAY. THANK YOU FOR YOR TIME--I REALLY MEAN THAT!!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  02/06/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I brought my vehicle to this location due to coolant leak. The email clearly says As promised, we performed a complimentary inspection and your vehicle report is now available to viewI paid $240 to get my car back, so its not complimentary if you dont agree to the repairs list recommended?

  Customer response

  02/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/25/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  At time of financing I purchased a windshield warranty that was presented as a ******** warranty that could be used at any ******** dealership. I called to use at another ******** dealership that is an hour closer. I was advised it was only valid at the Colorado Springs location. I called 12 different times and spoke with ***** and he finally advised that the warranty was not as presented at time of purchase and only valid in Colo Springs. He spoke with his manager ****** ***** agreed to email the paperwork to cancel the warranty and refund me. After another 3 weeks of no email or paperwork I have left messages with ***** 3 times, once with ******** and another with ****** No return calls from any of them. I want my warranty refunded (legally required) and this bogus warranty canceled. I owe nothing on the vehicle and said the refund needs to go through mbusa and that is fine. This is a scam.

  

  Business response

  04/27/2022

  We are working with the client to process a refund.  The refund should be processed by the end of the week and mailed to the client.  Thank you, *******************

  Customer response

  04/29/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  01/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased a new 2021 ******** A220 for my daughter on 25 Oct 2021. At the time of purchase it was identified the car was shipped from the factory without a Communication Module. I understood and was instructed it will be installed within 90 days and that the last 5 were done in less than 2 months. Due to trust issues I voiced memo'd the call in case there were any disputes. It was a pretty simple cash transaction ad we took the car. Well, we are coming up on 3 months and I have not heard a thing so I emailed ******** *** and received this response below. So now it appears they need up to 6 more months just for an update and not to have a plan to install one according to ******** ***. The dealer failed to clearly articulate the true module replacement timeframe."Thank you for your email to MBUSA. Although we do not have a definitive time frame for the availability in semiconductor chips affecting the Hermes module in your vehicle, we are expecting an update sometime during the first half of 2022 from ******* AG. We can advise service times will begin once the installation of the Hermes chips is installed. You will be notified once the parts are available and can set an appointment at that time with your dealer. We apologize for any frustration this may cause and seek your understand of our limitation in providing a more exact timeline. Regrettably, there is no further information from ******* AG at this time due to the ongoing global parts shortages. Appreciate the opportunity to respond. Kind Regards,************************-Benz *** **************

  

  Business response

  01/07/2022

  Unfortunately the manufacturing and supply of many products in the US and globally have become a variable. Information changes for the better and worse daily, we look forward to relief of supply chains in many industries.

  ******** **** *** has informed ************** of the current timeline. Understanding his frustration and of course ours. I would offer a goodwill gesture of $750-$1,000 in understanding that we are all in the delays together and the missing item will come when ******** **** can produce it.

   

  Thanks you,

  ******** ****

• Initial Complaint

  11/29/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I took my car there 2 weeks ago, before I had it towed I was told it would take 3 to 4 day for them to diagnose the issues. As of Wed they hadn't even looked at the car. They gave me a 340 **** for a full car inspection which didn't cover many issues that easily would've been notice if correctly inspected. They also didn't do what I specifically asked, to code my *** units. I have been waiting since wed to hear back about the coding so I could just pay my invoice and have it towed now its sat. No communication and no car...

  Customer response

  12/02/2021

   
  Co After getting my car back and looking through it I have found numerous things that should have been found in the inspection I do not believe he did much of the work that I was billed for let alone the fact he was over 2 weeks latwo weeks late and he would not respond to my messages for 4 days, I am having the car worked on and as soon as I get it fixed and it has nothing to do with the $4600 estimate that you gave me then I will move forward with other options I spoke to the Colorado licensing commission the people that give your dealers the right to sell cars and they are instructing me at What to do I'm taking pictures and documenting everything that I'm doing to the car so you can see that I have proof that the work was not done and the $4600 estimate was just an estimate to get me not to do it you wasted my time I had to buy another car to get to work this has been a horrible situation let aloyet verbal situation let alone your customer service and communication issues mplaint: 16183181
  
  I am rejecting this response because:
  
  Sincerely,
  
  *********************

  Customer response

  12/21/2021

  I filed a complaint 4 weeks ago, we made an agreement they would refund my 340 dollars, haven't received anything yet and I have noticed they have contradictory statements with what they said occurred on bbb compared to my estimated, in utter disbelief they haven't fixed my problem yet, I had to tow my car out of there and they didn't even attempt on fixing my car and charged me for nothing they said the scanner didn't work yet charged me for the scan, the colorado licensing commission has advised me to talk to the colorado springs district attorney, what an unprofessional situation.

  
  

  

  Business response

  12/22/2021

  The refund check was issued today, and was picked up by the postal carrier today.

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